Customer Advocacy

Customer Advocacy

What makes up the Customer Advocacy module?

Customer Advocacy consists of a number of ready made and familiar Jive-x constructs. Purposeful Place templates allow you to create dedicated advocate incubator groups, including layout and tiles, as quick and easy as it is to create any other group. Experience based game mechanic quests, bottling Jive's professional service experience, serve equally as guides to create your own. To round off the capability, familiar community manager and achievement reports help you keep tabs on the effectiveness of your program.

How can I find out which community users are or might be potential advocates?

A community is a great source of information and a way to locate advocates, here are a few community powered ways to locate potential advocates:

Activity: Leaderboards and point totals can be a great signal to who is active and willing to help! Monitor movers and shakers in the rewards console or directly from your community leaderboards.

Title, Location, Role: One way is to setup the community profiles to capture information that might help you better filter users in the /people page within Jive and specifically invite users in certain locations or certain job titles.

Expertise: Jive enables users to tag each other with skills and expertise, you can also leverage this information to better locate users that might qualify for an advocate program.

Community manager reports: Identify the top 'lurkers' in your community by viewing the community manager reports on the people liking the most content, reading the most and contributing in other subtle ways.

Outside of a community a great place to locate advocates is within your marketing automation tools or by leveraging your CRM or business analytics system.

Can I use the module for more than one Customer Advocacy program?

Yes, you can create as many customer advocacy groups as you like, complete with their own quests.

Which aspects need to be configured and where?

You'll probably want to configure the graphical aspects of the module (banners, group icons), language used (our 'advocate' may be your 'champion') as well as the various quests so they align with and stimulate the behaviours you associate with advocates.

Which quests are provided out of the box?

Jive Rewards powers your out of the box on boarding quests for Jive-n and Jive-x communities. You can modify, delete or add additional on boarding quests as you see fit.

Quests

Can quests replace Bunchball? Also, will there be a cost to add quests?

At the moment what we have built is launching in the cloud for customers that do not have advanced gamification enabled. It is an update to our older basic status levels and points, so users leveraging that will see a change & yes it is included in all cloud tiers.

Will this complement the current Bunchball integration or replace it? Are both systems able to be engaged at the same time?

At the moment the 2 are separate integrations, the jive powered rewards is meant for communities without any advanced gamification currently active. If you want to check into your options for integrating both I would suggest reaching to sales/services.

How do quests impact Advanced Gamification. If we have Advanced Gamification, will this compete?

The new quest rewards are focused on replacing the basic/included jive status levels and points. For anyone using advanced gamification they will continue to see it and the quest functionality will not yet be enabled.

Is it possible to put out quests and badges without an associated set of points or levels?

There will be a required badge, and 1 point minimum.

Can you target a specific place with a quest?

Yes!

Do quests have to go in groups? Could you explain that relationship a little more?

Quests do not have to be associated with a specific place; if they are placed in the 'general' bucket they just show up in the user's profile for access.

Where is the list of quests accessed from a user viewpoint? If group-specific, will they show up in places other than the particular group?

Profile, inbox, featured quest tile.

Does the quest functionality and the points awarded work together with advanced gamification (Bunchball) or is it separate? It looks like the new feature has a lot of the same capabilities in the base product and it makes me wonder if we still will need advanced gamification.

At the moment they are separate functionalities and the new quests are very specific to jive functionality and updating the old jive status levels and points. Customers with advanced gamification will see a change yet and will continue using advanced.

Is there a comparison/contrast between quests vs. Bunchball advanced gamification? I'm not sure I see a lot more in advanced gamifications over quests.

We will be publishing a more in depth view of what is possible with quests shortly. The big difference comes down to advanced settings around a specific badge, advanced gamification has an abundance of options, the new quests are very Jive specific for onboarding and advocates.

Customer Engagement

Community Content Push

Is this the same as Friend2Friend?

Friend2Friend combines and curates content from a host of information sources, Jive communities being one of those. Community content push APIs are native to your Jive-x community and more focused on making the threshold for user participation lower by delivering the community there where they expect it as well as provide seamless contribution from any web property.

Which content types can I make available through community content push?

Any or all Jive content types are available through the community content push APIs

Are page views that are the result of content made available outside of the community contributed to my utilisation?

As the views are due to API calls, they are not counted as human page views and therefore do NOT contribute to utilisation

Is the content displayed dynamically or static?

The content is shown on the receiving web property dynamically.

Languages

Which new languages have been added?

Not only did we add the UI in Greek, we also tackled the request for RTL (right to left) support. We're proud to now also support Arabic and Hebrew natively, without the need for any third party plugins or modules.

Are Arabic and Hebrew supported for the UI only or equally for content?

You have always been able to create content in any language and character set; it's the support for the right to left flowing of it that has now been added.

Registration

Which security group does a user fall into that's registered yet does not yet have full account validation?

Whilst the user is waiting for account validation, they can be given anonymous user rights so they can browse those aspects of the community that role has access to.

Digest Emails

How is relevance in the digest emails provided?

Digest emails pull information from a number of different sources and leverage the recommender service to deliver relevant information to the recipient. Each of the sources of information (community, activity streams, inbox and @mentions) can be tweaked in a number of dimensions (whether it's hot in the community right now, trending, well liked or recurring) in order to offer the most appealing information that triggers the user to visit the community again and again and again etc ad inf.

Can I customise the digest email template?

Absolutely, the new digest email can be fully customised just like the previous version.

Can I stay with the old style digest emails?

Although possible, it's not the recommended approach. The new digest emails offer significant improvement over the old style and are geared to not only delivering more relevant information but also looking gorgeous and inviting.

Analytics dashboards

Is there a license implication in using this service?

No, the analytics dashboard capability is provided as part of the base platform.

How is this different from the Community Manager Reports?

Community manager reports provide you with a view of a single report at any one time.Dashboards combine the most relevant reports so that with one glance, you can see the relevant metrics for full insight in the health of your community.

Which reports are accessible through the dashboard?

In the first release, you get access to the engagement index and the user-to-user interactions. But it's the beauty of the dashboard being provided as a service that allows us to release new reports as and when they become available.

Can I configure my own dashboard?

No. You can't configure your own dashboard. You can however filter the dashboard to have different views of the existing dashboard.

Customer Experience

Spam prevention service

Is there a license implication in using this capability?

The spam prevention service is an optional feature and is by default turned off by default. Customers need to opt-in to enable the service. Beyond the service if customers want to use 3rd party anti-spam vendor, customers need to opt-in and sign the required waiver forms before the 3rd party service is enabled. There will be an additional charge for turning on the 3rd party service.

Which anti-spam service providers are supported?

We are currently looking at integrating with Mollom

Mobile improvements

Which improvements have been made to which apps?

The Jive-x mobile app has been enhanced to include search, native discussions and comments and analytics to enable the community manager track the community.

Which reports are available in the mobile apps?

Community managers can track the health of the community with the # of registrations and visitors reports.

Are analytics accessible to all users?

Analytics is available to users with the community manager role

Mixed mode authentication

Which social sign-in mechanisms are supported?

There is no change or addition to the supported mechanisms as part of the mixed mode authentication. We still continue to support Facebook and Google OpenID.

How do I enable mixed mode authentication?

Jive can be configured to allow different authentication flows for different users. The Full Access Administrator can configure Jive to allow some users to login via SAML SSO, and forms authentication for other users. This is called mixed mode authentication. Mixed-mode authentication assumes that some users are provisioned from a SAML IdP, and others are self-registered or created by another method. Mixed mode authentication is enabled by the administrator from the Admin Console and note that a valid SAML SSO configuration is required prior to enabling this functionality. Once enabled the administrator can customize the login page.

I already have an existing community with employees and customers. How do I transition to use SSO for employees while keeping the same login for customers?

First you will need to configure and enable SAML SSO to work with your IdP. Then, under System -> Settings -> Login Settings, enable Form-based login. This will cause a login page to be displayed with two options, one for SAML SSO login and one for the same username/password form-based login that you had previously. You may edit the text for this login page under System -> People -> Settings -> Single sign-on -> Login Entry Page. The next step is to set two settings which will cause users who login through the SSO to be "mapped" to their existing Jive accounts if their username or email matches the SSO credentials. In System -> People -> Settings -> Single sign-on -> SAML -> Advanced, enable both Username Identity and Merge Local Users. After a user logs in via SSO, they will no longer be able to login via the Jive login form with their username and password.

Is mixed mode authentication available for Jive-n users too?

There is no technical limitation that would prevent mixed mode authentication from being used in Jive-n communities.